Jun 21, 2024

Director of FX Operations - APAC

  • London Stock Exchange Group
  • 20 Upper McKinley Hl, Taguig, Metro Manila, Philippines
Full time FX (Foreign Exchange) Operations

Job Description

LSEG FX

Through its triple heritage of Reuters, FXall and LCH, LSEG is recognized as a global leader in Foreign Exchange.  Our FX products support the trading needs of over 4,000 bank trading desks and 2,400 buy-side customers in over 130 countries.  

Our FX product capabilities extend across the full trading lifecycle to deliver comprehensive end-to-end solutions for our customers, including market data, benchmark rates, news, analytics tools, trade workflow, trade execution, STP, electronic price making and order management, clearing and post-trade portfolio optimization. 

Over $450bio/day is executed on our FX venues and our Dealing network connects the interbank community for non-electronic trading.  Our venues have extensive regulatory approvals supporting the multi-jurisdictional trading requirements of our most complex customers.  These include SEF, EU MTF, UK MTF, and Singapore RMO, together with licenses for specific multiple local markets.

ROLE PROFILE

The Director of FX Operations, APAC has responsibility, accountability and oversight for delivering a stable, fair and orderly LSEG FX market across all trading entities, all regulatory jurisdictions and all geographies, during the APAC trading hours.  

This role reports into the Head of FX Operations.  The Director of FX Operations, APAC, is a leadership role which will have direct management over approximately 15 people across 2 locations.  

LSEG FX is a 24 x 5 global market.  As such, the Director of FX Operations, APAC, will be part of a team with peer roles in the EMEA and AMERS regions.

LSEG FX has significant business growth ambitions and LSEG has increased investment in the FX business to support this growth.  The Director of FX Operations, APAC will be a key partner in achieving these ambitions.  

KEY RESPONSIBILITIES

The Director of FX Operations, APAC will be responsible for delivering a high quality, stable and resilient operational service and excellent customer experience, during the APAC trading hours.  The Director of FX Operations, APAC will be responsible for the following:

Customer Support Live Service

  • Oversee Customer Support.  Ensure that Customer Support is available, fit-for-purpose and meets SLA performance metrics 

  • Monitor and report service and case performance against objectives, KPIs and SLAs 

  • Hold regular service review meetings with key stakeholders to share performance data, insights, trends, progress against goals and opportunities to improve the customer experience

  • Develop and maintain relationships across Operations, Technology and Business stakeholders to achieve business outcomes

  • Be a point of escalation for FX incidents and intervene in incident management and communications as-and-when required

Pro-active Market Management

  • Venue and platform stability through pro-active operational oversight, management and intervention is a priority for the Group.  Recent FX Venues outages and extended incident resolution durations across legacy FX venues highlighted the need for a revised approach in the service model in support of both the re-platformed Matching venues (on the FXI platform) and those venues in states of transition from legacy technologies into strategic platforms.  In response to this, FX Operations has established an FX Service Model equivalent to that of the LSEG Equities venues.  This not only more closely aligns FX Venues to the Equities template but creates teams more focused upon business health of the venues and pro-active customer support. 

  • The result of this is the establishment of the FX Live Operations team.

  • The Director of FX Operations, APAC will be responsible for the management of this team in the APAC trading hours and the delivery of the pro-active Market Management service.

Service Improvement

  • Recent concerns about the quality of Customer Support have resulted in the establishment of a Service Improvement Programme.  This programme will make significant changes to the structure of, and procedures followed by, the Customer Support teams.  The programme has been defined in partnership with the LSEG FX business and has full syndication and support.  

  • The Director of FX Operations, APAC will be responsible (jointly with the Head of FX Operations and the other Directors of FX Operations) for the ongoing improvement of the FX Operations service and the delivery of the improvement programmes.  

People Management

  • The Director of FX Operations, APAC will manage a global team of approximately 15 people across 2 locations.

  • Some travel may be required occasionally to the locations of the people in the FX Operations teams

Key Stakeholders

  • Key stakeholders will include; the LSEG FX Leadership Team, the Head of FX Sales, the Head of FX Product, the Capital Markets Operations Leadership Team, the FX Head of Technology, the FX Head of Compliance, the FX Head of Audit, and the FX Head of Risk

SKILLS AND EXPERIENCE

  • Extensive management experience in a large and complex business 

  • Able to lead in a highly matrixed organisation.  Able to work with, and accept feedback from, a wide variety of stakeholders 

  • Bias for rigorous analysis, followed by high quality and decisive decision making

  • Persuasive and influential, possessing well-developed communication, collaboration and presentation skills

  • Able to communicate complex issues to senior decision makers, focusing on relevant details and considerations

  • High profile working approach

  • Proactivity and drive for change

  • Strong stakeholder management

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

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